ITSM Consultant

Position Description

At CGI, we're helping organisations transform IT service delivery by building resilient, reliable and customer-focused technology services. As a Senior ITSM Consultant specialising in Incident and Problem Management, you'll play a pivotal role in helping clients minimise service disruption, resolve complex operational challenges and prevent recurring incidents. You'll take ownership of high-impact consulting engagements, introduce innovative approaches to service improvement and work alongside experienced professionals to deliver lasting business value. With the freedom to shape solutions and the support of a collaborative team, you'll develop your expertise, influence service management strategy and help leading public and private sector organisations deliver more effective, resilient IT services.

CGI was recognised in the Sunday Times Best Places to Work List 2025 and has been named a UK 'Best Employer' by the Financial Times. We offer a competitive salary, excellent pension, private healthcare, plus a share scheme (3.5% + 3.5% matching) which makes you a CGI Partner not just an employee. We are committed to inclusivity, building a genuinely diverse community of tech talent and inspiring everyone to pursue careers in our sector, including our Armed Forces, and are proud to hold a Gold Award in recognition of our support of the Armed Forces Corporate Covenant. Join us and you'll be part of an open, friendly community of experts. We'll train and support you in taking your career wherever you want it to go.


Due to the secure nature of the programme, you will need to hold UK Security Clearance or be eligible to go through this clearance. Based on client site 3-4 days a week in Nottingham.

Your future duties and responsibilities

In this role, you will lead and support Incident and Problem Management improvement initiatives, helping clients strengthen service resilience, reduce disruption and improve operational performance. You'll assess existing processes, investigate recurring service issues and apply structured root cause analysis techniques to identify underlying problems and recommend sustainable solutions. Taking ownership of key consulting activities, you'll work closely with client stakeholders, technical specialists and service delivery teams to improve incident response, major incident coordination and problem resolution, delivering measurable improvements in service quality and customer experience.
You'll also contribute to CGI's wider Service Advisory Practice, helping clients modernise ITSM frameworks, governance and operating models. You'll bring fresh thinking to incident prevention, service automation and continual improvement while contributing to consultancy proposals, knowledge sharing and the development of innovative service management capabilities. Supported by experienced colleagues, you'll have opportunities to expand your consulting expertise and influence how organisations manage and improve their critical technology services.
Key responsibilities:
Lead & Improve Incident Management: Assess, design and optimise incident management processes to improve service restoration, reduce disruption and enhance customer experience.
Drive Problem Management: Lead and support problem investigations, identify recurring incidents and develop sustainable solutions that prevent future service failures.
Investigate & Resolve: Apply structured root cause analysis techniques, including 5 Whys, fishbone analysis and trend analysis, to identify underlying causes and recommend corrective actions.
Strengthen Major Incident Management: Review and improve major incident procedures, escalation frameworks, stakeholder communications and service restoration practices.
Analyse & Prevent: Identify incident trends, recurring failures and systemic service weaknesses, using data-driven insights to recommend proactive improvements.
Optimise & Automate: Identify opportunities to streamline incident and problem workflows through ITSM tooling, automation and improved knowledge management.
Measure & Improve: Develop and monitor service performance indicators, including incident volumes, mean time to restore service (MTRS), recurring incidents and problem resolution effectiveness.
Advise & Influence: Work with client stakeholders to develop effective Incident and Problem Management strategies, governance structures and operating models.
Collaborate & Deliver: Partner with technical teams, service owners and other ITSM specialists to implement improvements and embed consistent service management practices.
Support & Innovate: Contribute to consultancy bids, service improvement proposals and the continued development of CGI's Service Advisory Practice.
Communicate & Recommend: Produce high-quality assessments, root cause analysis reports, service improvement plans and presentations that support informed client decisions.
Embed Continual Improvement: Promote ITIL-aligned practices, lessons learned and proactive problem management to strengthen service reliability and operational resilience.

Required qualifications to be successful in this role

You'll bring strong practical experience in Incident and Problem Management, supported by a broad understanding of IT Service Management principles and operational best practices. You'll be confident investigating complex service issues, identifying underlying causes and recommending improvements that reduce recurring incidents and strengthen service resilience. Combining analytical thinking with excellent stakeholder engagement skills, you'll be comfortable influencing service management decisions, collaborating across technical teams and taking ownership of meaningful improvement initiatives.

Essential skills and experience:
Incident Management: Strong experience managing, assessing or improving Incident Management processes within complex IT service environments.
Problem Management: Proven experience investigating recurring incidents, identifying underlying problems and implementing sustainable corrective and preventive actions.
Major Incident Management: Good understanding of major incident procedures, escalation management, service restoration and stakeholder communications.
Root Cause Analysis: Practical experience applying structured problem-solving and root cause analysis techniques to complex technical or operational issues.
ITIL & ITSM Frameworks: Strong working knowledge of ITIL v3 or ITIL 4 principles, particularly Incident Management, Problem Management and Continual Improvement.
Service Improvement: Experience identifying service trends, analysing operational performance and developing initiatives that improve reliability and reduce disruption.
Stakeholder Engagement: Excellent communication and relationship management skills, with the ability to engage technical teams, service owners and senior stakeholders.
ITSM Tooling: Experience using IT service management platforms to support incident tracking, problem investigation, reporting and workflow improvement.
Governance & Reporting: Ability to produce clear root cause analysis reports, incident reviews, problem records, service improvement plans and management presentations.
Consulting & Advisory: Ability to assess existing practices, recommend improvements and support the implementation of effective ITSM processes and operating models.
Collaboration & Adaptability: Confidence working across different client environments, managing competing priorities and supporting multidisciplinary teams.
Travel Flexibility: Willingness to travel within the UK to support client engagements.
Desirable qualifications and experience:
Experience with ServiceNow, BMC Helix, Jira Service Management or similar ITSM platforms.
Experience facilitating post-incident reviews and lessons-learned workshops.
Knowledge of proactive Problem Management, known error management and knowledge management practices.
Experience developing incident and problem management dashboards, KPIs and performance reporting.
Familiarity with service integration and management (SIAM) environments.
Knowledge of ISO/IEC 20000 or related service management standards.
Experience with cloud service management, automation and workflow optimisation.
Experience delivering ITSM improvement initiatives within the UK public sector.
ITIL 4 Foundation, ITIL Managing Professional, ITIL Expert or equivalent certification.
Experience working in Higher Education sector would be beneficial.

Together, as owners, let's turn meaningful insights into action.

Life at CGI is rooted in ownership, teamwork, respect and belonging. Here, you'll reach your full potential because...

You are invited to be an owner from day 1 as we work together to bring our Dream to life. That's why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our company's strategy and direction.

Your work creates value. You'll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas, embrace new opportunities, and benefit from expansive industry and technology expertise.

You'll shape your career by joining a company built to grow and last. You'll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons.

That same commitment to fairness extends to how we use technology. To support our recruitment team, AI tools may be used to help assess applications though they never replace human judgement. All hiring decisions remain entirely in the hands of our recruitment professionals.

Come join our team-one of the largest IT and business consulting services firms in the world.